Dedicated servers

An extraordinarily reliable service

At Combell, we attach a great deal of importance to service. That is the reason why we offer several Service Level Agreement (SLA) packages. Thanks to these service agreements, you can perfectly know which services you can expect from Combell.
With each server, you automatically get the SLA Start. This includes (among others) basic support, a firewall and monitoring. Would you rather choose a higher SLA? In that case, you will enjoy the benefits of even more advanced services, such as guaranteed reaction waiting times, etc.

Download the complete SLA

Would you like to upgrade to a higher SLA package during the term of your contract? No problem! The table below offers a clear overview of the services that are included with each SLA:

  • Included Included
  • Option Option
 SLA Start SLA Basic SLA Plus SLA Pro SLA Premium
  1/5 2/5 3/5 4/5 5/5
Price per month Included € 50,00 € 150,00 € 250,00 On request
Basic support Included
24/7		 Included
24/7		 Included
24/7		 Included
24/7		 Included
24/7
System support Unavailable Included
30 minutes
Daily 9:00 - 17:00		 Included
60 minutes
Daily 9:00 - 22:00		 Included
120 minutes
Daily 24/24		 Included
According to agreement
 
Advanced support Option Option Option Option Option
Response waiting time (critical) Reasonable effort Next business day 4u - 3u (*) - 2u (**) 4u - 3u (*) - 2u (**) According to agreement
Response waiting time (non critical) Reasonable effort 5 business days 3 business days Next business day According to agreement
Recovery waiting time (critical) Reasonable effort Next business day 4h - 3h (*) - 2h (**) 2h - 1,5h (*) - 1h (**) - 0,5h (***) According to agreement
Recovery waiting time (non critical) Reasonable effort 5 business days 3 business days 2 business days According to agreement
Basic monitoring Included Included Included Included
Advanced monitoring Option Option Option Included According to agreement
Performance monitoring Option Option Option Included According to agreement
Basic backup 5 GB 10 GB 25 GB 50 GB According to agreement
Advanced backup Option Option Option According to agreement
Firewall Basic Advanced Advanced Advanced According to agreement
Remote reboot Option Included Included Included According to agreement
SSL VPN Option Option Option 2 users According to agreement
KVM over IP Option Option Option Included Included
Patch management Basic Basic Basic Advanced According to agreement
Direct access to Operations Unavailable Unavailable Unavailable Included According to agreement; ?>
Direct senior support Included Included
Package Start Basic Plus Pro Premium
Price 1 month Included € 50,00 € 150,00 € 250,00 On request
Download SLA Order Order Order Order Order

(*) If the server is part of a virtualisation platform, where the conditions below apply:

  • All data are saved on a shared medium, such as e.g. an SAN (Storage Area Network)
  • Each physical machine must have sufficient memory to be able to start several virtual servers of a failed node at any time.
  • The platform is at least composed of 2 physical servers.

(**) If the server/service is part of a cluster or farm where its services are automatically taken over by an alternative server/service in the event of a failure. Related examples are database clusters, web farms or firewall clusters, where the redundancy mechanism is managed by Combell.

(***) In the case a server/service makes part of an environment where de services are automatically transferred to an alternative server/service, located in another data centre, during an electronic or mechanical failure.

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